Root Cause Analysis (RCA) FAQ for Oracle Analytics Cloud and Oracle Fusion Analytics Warehouse (Doc ID 2988329.1)

Last updated on FEBRUARY 05, 2024

Applies to:

Purpose

Root Cause Analysis (RCA) is a communication that we, the Oracle Analytics Service Excellence team, share with Oracle Cloud Customers after incident mitigation and in response to an analysis request. An RCA contains information about a specific service outage or performance degradation issue.

The Oracle Analytics Service Excellence team implemented an RCA program to help customers understand how a sequence of events leads to issues impacting their experience with the service. When we respond to an RCA request, we review notes, telemetry, logs, and any other data uploaded or referenced from the ticket before and during mitigation. Once we understand the root cause, we create a succinct description to specify if the impact was triggered by a user action, service-side change (configuration or service maintenance), code issue introduced in a service update, or factors external to Oracle Analytics services, such as incidents in the underlying cloud infrastructure. (In this document, the term “Oracle Analytics” refers collectively to Oracle Analytics Cloud and Oracle Fusion Analytics Warehouse.)

In some incident mitigation scenarios, we can't identify the root cause during the incident response. (For example, in cases where a service restart mitigates the issue or the impact is transient and the incident response team didn't need to perform any mitigative actions.) In these situations, the root cause analysis process goes through a logging and telemetry review with the subject matter experts to create and validate our hypothesis about the origins of the issue. If appropriate, we open additional work items to prevent long- term issues.

The RCA program isn't intended for mitigating active ongoing or repeat impact issues. For those issues, we work with Oracle engineering teams to open work items for long term mitigations.

This FAQ focuses on our current approach to RCA and aims to set clear customer expectations for issue outcomes

Questions and Answers

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